How do I recover my PIN/PUK code?

Connect to your customer space / My Online Bill to recover your PIN/PUK code

• My online bill > Account> Send a report. You will receive it by e-mail.

My mobile phone has been lost or stolen, what should I do ?

  • Connect on "My online bill" to block your SIM card : Gestion ligne - par - bloquer
  • If your mobile phone is stolen, file a complaint
  • Contact your insurer, your mobile phone may be covered by your insurance
  • Take new security measures on your mobile phone (PIN code, lock, etc.)
  • Do regular backups to keep the data of your phone

My mobile phone is break down/out of service, what can I do ?

  • If you bought your mobile phone at Tango, note that your device has a 24 mounth warranty
  • Under the warranty, the repair of your device is billed by Tango
  • Bring your purchase bill, phone, and any accessories with you to the store
  • Out of warranty, the repair costs will be billed to you
  • You can track the repair of my mobile phone :

- Enter the tracking code you received with your repair request form or your mobile number without the digits 352

  • If you purchased your mobile with a Tango subscription, you can ask for a loan phone

Watch out : Tango cannot guarantee a loan phone during repairs (offer subject to availability). If the loaned device is not returned within the agreed timeframe, Tango will be entitled to bill you for the sales price of the mobile phone.

I have problems making or receiving calls, what should I do?

  • Make sure you're not in airplane mode
  • Switch off your phone and then switch it back on again
  • Make sure your line has not been blocked because of a request (theft, loss, etc.), an unpaid bill, or insufficient credit in case of prepaid customers
  • If the problem is not due to any of the above, try your SIM card on another phone to determine if there's a problem with your card or with your phone
  • If that doesn't help, call our Customer Service

Tips : Did you know that Tango and Bâloise offer you insurance for your devices? The formulas proposed with the insurance offer protection against everyday risks: accidental damage, theft, loss, etc.

  Fixed & Internet

I have a Wi-Fi connection problem, what should I do?

  • On a computer, check that the name you defined for your Wi-Fi is visible
  • Reboot your modem
  • If you have an ADSL subscription, make sure the filters are correctly installed on all your telephone sockets
  • Check if the Wi-Fi peripheral of your computer is activated

I have an Internet connection problem, what should I do?

  • Reboot your modem and consult the FAQ
  • Our commitments:

- appointment with a technician within 48 hour
- in case of a problem, we will send you a MiFi hotspot and 30-GB SIM card for free (which must be returned, to avoid a penalty of up to €60)

I can't call with my fixed-line phone, what should I do?

  • If you have an ADSL connection:

- Make sure you have installed an ADSL filter
- Check that your cables are not crossed

  • If you have a high or very high speed connection (VDSL or fiber):

- Make sure your phone is connected to your Fritzbox
- Connect to the interface of your Fritzbox and in "Overview" check if the Telephony button is green and indicates your fixed line
- If that doesn't help, call our Customer Service

I think I have a virus, what should I do?

Install an antivirus and a system cleaner software

Tips : Did you know that you can test your modem at the Tango Bertrange point-of-sale? If your modem is defective, it will be replaced free of charge.


My TV has no image or displays an error message, what should I do?

  • Consult the FAQ : no image and error message
  • Check if your decoder is pugd and on
  • You can test your modem at the Tango Bertrange point-of-sale
  • If your modem is defective, it will be replaced free of charge
  • Idem for accessories (under the limits of the available stock)

My decoder doesn't start, what should I do?

Unplug your decoder and then plug it back in again

VoD : If you don't know your code, call Customer Service to recover it

Tips : Did you know that you can record your favorite series? Choose your series in the TV guide and program the recording of episodes you want to watch, so you can watch them when you have time.

  My usage

Do you have a question about your usage?

Consult the My Tango app for more information about your usage of the ongoing month + My Online Bill for your bills of the last three months.